Videoslots Casino - Hráč má potíže s výběrem svých výher.

I hope my email finds you well. 

I will try to make this on point as possible as I am really stressed out by what Videoslots casino is making me go through. 

I am a verified user for quite a few years already and I have been depositing and done withdrawals smoothly until march 26 2022. 

I do not win all the time- and when I won (thought I was lucky,now I dunno) i made a withdrawal in the amount 1201.00 US dollars via skrll. This shouldn't take so long- usually it takes less than an hour so when it exceeded that time, I went to live chat only to be greeted by rebuttals such as it has been escalated and I should be patient. 

During this time- I still had some money left in my account decided to play again and I won again! I should be happy- but I was already worried since the first withdrawal hasn't gone though yet. So I decided to break down the amounts that I was gonna withdraw. I made a withdrawal for 20.00US dollars , 1,100.00US dollars, and 500.00US dollars. 

Now there's 4 pending withdrawals- and you know what went through? Just the 20 US dollars. And by now, you can just imagine my frustration. Went to live chat again- and was again met by rebuttals of the same kind. What they did though was refunded me the 3 amounts- 1201, 500, and 1100. What was I supposed to do with it? I then consolidated those amounts and made a withdrawal in the amount 2,800.00US dollars. (Left the 1 dollar in my account).

It has been almost 48 hours now and still they haven't given me what is due me.

I hope you can help me in this dilemma.thank you. 

I remain,

Angela N**** R****

Dear reyes82nadja,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for this response. It is stated however in their terms and conditions that withdrawals via ewallet won't take any more than 2hours. Also what's intriguing about this one is that ì made 4 withdrawals amounting to 1201, 20, 500 and 1100 US dollars. They immediately approved the 20 without any question. Now why withhold the other amounts? I won that - and why the delay? Not a single acceptable reason as to why . I have been verified and what gives?

I fully understand your frustration, reyes82nadja. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.

Hello reyes82nadja,

Have there been any developments since our last conversation, please? 

Dear reyes82nadja,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi .. my apologies for the late response. Good news though.. yes I did receive my winnings already. Talk about how patience is a virtue indeed... thanks for your time and more power to your company.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, reyes82nadja, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru